ManageEngine ServiceDesk Plus Pricing, Features, Reviews & Comparison of Alternatives

ManageEngine ServiceDesk Plus Reviews

ManageEngine ServiceDesk Plus

IT Help Desk software - Cloud and On-Premise

3.62/5 (21 reviews)
16,825     4,726

ManageEngine ServiceDesk Plus is a help desk software and asset management tool. ServiceDesk Plus integrates your help desk requests and assets to allow you manage your IT in an effective way. The software helps you implement ITIL best practices and troubleshoot IT service requests faster.

ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps you to improve productivity of your IT Service team and keep your end-users happy.

ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows you to document best practices and solutions to common problems in an online knowledge base.

ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let you know the number of over-utilized or under-utilized licenses across your organization.

ServiceDesk Plus can help you maintain a complete product catalog based on product type, that lists all assets owned by your organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction survey.

Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.

Incident management, Problem management, Change management & CMDB has been implemented with all functionalities. The Free Edition allows a single Technician manage up to 25 Workstations.

ManageEngine ServiceDesk Plus Reviews (21)

Latest reviews

 Exactly as they advertise. Big 4's are a pain.

We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective,...

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Reviewed 3rd of December, 2015 by

 

 Smart and easy solution

This is a web based IT management software which helps you to manage your IT effectively. I use it to track different software licenses, the software shows you as well the number of times that one software has been installed. The tool gives you enough flexibility to choose the deployment model ...

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Reviewed 17th of November, 2011 by

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ManageEngine ServiceDesk Plus Pricing

Starting from: $995.00/year

Pricing model: Freemium, One-time License, Subscription

Free Trial: Available (No Credit Card required)

Free 30 day trial.

ServiceDesk Plus Standard Edition is now free, upto 5 techs and 500 nodes.

ServiceDesk Professional Edition is now free, upto 2 techs and 250 nodes.

ServiceDesk Enterprise Edition is now free, upto 2 techs and 250 nodes.

View Pricing Plans

Key Features of ManageEngine ServiceDesk Plus

  • Flexible ticket management with multi channel support
  • Self Service Portal with automated password reset tool
  • Service Level Agreements
  • Mobile support with native iPhone, iPad, and Android apps
  • Flexible out-of-the-box integrations with 3rd party apps
  • Easy & effective asset management
  • Incident management, problem management, change magmt & CMDB
  • Customized help desk reports

ManageEngine ServiceDesk Plus Screenshots (6)

ManageEngine ServiceDesk Plus screenshot: Help Desk DashboardManageEngine ServiceDesk Plus screenshot: Request DetailsManageEngine ServiceDesk Plus screenshot: Change managementManageEngine ServiceDesk Plus screenshot: Asset dashboardManageEngine ServiceDesk Plus screenshot: Problem managementManageEngine ServiceDesk Plus screenshot: ServiceDesk Plus

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Linux, Windows, Web-based
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
Support Options
FAQs, Forum, Online Support, Phone Support

Alternatives to ManageEngine ServiceDesk Plus

Benefits

-> Access your help desk anytime, anywhere using serviceDesk Plus iphone app.
-> Create SLA and provide quality services in time, to your end users
-> Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the
information.
-> Web based portal to submit service requests & Incidents.
-> Restore normal service of operation quickly with the comprehensive incident management
-> Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
-> Discover every asset in your network with the efficient auto discovery options
-> Provide structured and prompt handling of all changes in your IT infrastructure.
-> With the new agent based scanning, you can access any system from the remote network,
independent of their location.
-> Showcase the offered IT services to your end user and give a new face to your IT.
-> Scan your network and automatically discover all the software available in your organization
-> Stay informed about your tickets and keep your technicians and end users up to date on the status
of the tickets by email and sms.
-> Manage your purchases right from the birth of the PO
-> Auto assign feature distributes tickets based on the existing load on your technicians
-> Manage Contracts with different vendors seamlessly
-> Automatic email to ticket conversion using email commands
-> ServiceDesk plus allows you to import users and their informations from Active directory and LDAP
with a simple easy to use interface.
-> Archive your old, unused data and improve your helpdesk performance.
-> Support multiple sites and customize your configurations for every site according to their unique
working procedure.
-> Generate detailed reports about your Help desk performance & metrics.
-> Automatically reset the password, by integrating the ticketing system with the Active Directory.
-> Know the satisfaction level of your end users with the ServiceDesk Plus survey option.

Who is ManageEngine ServiceDesk Plus For?

  • Experience level: Beginner to advanced
  • Industry: All industries
  • Business size: Small companies to large enterprises
  • Departments/roles: IT teams, helpdesk administrators, service desk managers, helpdesk technicians, technical support representatives
  • Budget/price point: Free for the helpdesk management module only. Professional starts at $395.
  • Example customers: Disney, Honda, Xerox, Dell, Royal Bank of Scotland, Vodafone, and Airbus
Read the full GetApp Analysis

Videos

ManageEngine ServiceDesk Plus Category Leaders

Reviews
Integrations
Mobile
Media
Security

#5 in IT Service Management (ITSM)

View full ranking
63
10
7
17
16
13

#14 in Help Desk & Ticketing

View full ranking
59
10
5
15
16
13

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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GetApp Analysis

With the aim to transform IT service desks around the world, ManageEngine ServiceDesk Plus is a unified IT management platform that covers essential functions: ticket tracking from creation to closing, IT asset and non-asset management, incident and problem resolution, infrastructure change management, service catalog, CMDB (configuration management database), purchase order and contract management, SLA (service level agreement) monitoring, and IT project management.

ServiceDesk Plus is equipped with a dashboard that displays in real time a consolidated, single view of support requests, infrastructure changes, software updates, and a whole lot more. ManageEngine ServiceDesk Plus offers native mobile apps for Android and iOS devices for on-the-go IT service management.

What is ManageEngine ServiceDesk Plus?

Used by 100,000+ organizations and approximately 750,000 technicians from more than 185 countries, ManageEngine ServiceDesk Plus is an online IT systems platform focused on various IT management processes. The helpdesk management functionality ensures your technicians are able to resolve relevant end-user issues as efficiently as possible and keep your daily operations functioning as they should.

The IT asset management feature provides system administrators with the requisite tools to monitor and control the performance of their IT infrastructure, so they can minimize the possibly debilitating business effects of changes, problems, and incidents, get down to their root causes, and prevent them from happening again.

Main Features

Helpdesk Management

ManageEngine ServiceDesk Plus is, at the core, a helpdesk solution. The Requests tab in your ServiceDesk Plus portal aggregates all requests forwarded to the support team. Requests can be auto-assigned according to predefined business rules to the most qualified technician or support group, unassigned from a previous technician, picked up by an available technician, and edited to include a description of the resolution. A start/stop timer is also available to help technicians comply with SLAs.

Helpdesk requests come in two forms: incident requests, such as a printer not printing, and service requests, such as software installation in workstations. In the request list view, filters can be used to easily locate the requests matching certain criteria such as open, unassigned, overdue, due today, pending approval, and so on. Individual requesters can log in to their ServiceDesk Plus self-service portal where they can track the status of their helpdesk requests, as well as search the knowledge base for solutions to their queries. In case they forget their password, a self-reset password tool is available.

IT teams can showcase IT offerings to end users by building a service catalog. Each IT service offered can have approval workflows, SLAs, and tasks associated to it.

Asset Management

The ManageEngine ServiceDesk Plus asset management module monitors and controls an organization’s IT and non-IT assets. These include workstations, routers, switches, printers, access points, hardware components such as mouse, keyboard, and printer inks, and even office fixtures and equipment such as tables, chairs, furniture, phones, and projectors.

Software asset management, on the other hand, helps you keep track of installed software licenses, how frequently the software is being used or if it is being used at all. Scheduled scans ensure continued software compliance by auto-detecting unauthorized software installations. There are also integrated modules to cover the entire life cycle of the purchase order and contracts management process.

IT Project Management

The ManageEngine ServiceDesk Plus project management feature allows you to manage IT projects, such as the upgrade of datacenter servers or replacement of phone devices. It contains features like a project workflow engine that moves tasks through to completion, project roles that determine a user’s access permissions, milestones so teams know how their efforts stack against the project’s objectives, tasks that make up the work breakdown structure and their dependencies.

A Gantt chart view for a quick snapshot into the progress of the project is available, so are timesheets, a project overview map, comments for discussions, and the History tab that lists every project event. Requests and changes can be associated with projects.

Change Management

When changes to your infrastructure occur, the ManageEngine ServiceDesk Plus change management module is in place to minimize their adverse effects and maximize the service quality improvement IT changes can bring to your operations. This feature follows a six-stage workflow process: submission, planning, approval, implementation, review, and closing.

Reminders regarding changes can be set up. Aside from them showing up in the Quick Actions dropdown in your ServiceDesk Plus screen, you can opt to send yourself an email hours or days before the changes are rolled out. Change-related notifications can also be sent out, even broadcast to involved users and technicians on their announcement boards.

Predefined and Custom Reports

ServiceDesk Plus comes with out-of-the-box reports, such as reports on incident and service requests, completed requests regardless of type, requests that violate SLAs, pending requests, time spent by technicians on requests, surveys, workstations and servers, purchase versus installed software, and many more.

Custom reports tailored to your unique requirements can be created straight from the ServiceDesk Plus user interface, as well as query reports, flash reports, and new scheduled reports. Report settings can be customized, such as the size of each column, the format of your reports’ date and time, if links should be disabled, and so on.

Integrations

ManageEngine ServiceDesk Plus carries ready-made integrations with apps such as ManageEngine OpManager for network and incident management, ManageEngine Desktop Central for the management of Windows desktops, Zoho Reports for helpdesk analytics, and ManageEngine ADSelfService Plus for self-service password resets.

It has a REST API that allows IT teams to integrate existing applications with ServiceDesk Plus, so you can seamlessly share information between apps. The API also automatically turns monitoring alarms or triggers into helpdesk tickets.

Pricing

ManageEngine ServiceDesk Plus offers three pricing editions: Standard, Professional, and Enterprise. Standard, which is forever free, covers helpdesk management and can accommodate an unlimited number of users, tickets, and technicians. Professional, which starts at $395 per month, includes helpdesk and asset management features.

The Enterprise edition, starting at $995 per month, comes with helpdesk, asset management, and IT project management functions.

Bottom Line

  • IT service management software that can be deployed on premise or as a cloud-based platform
  • Covers helpdesk, asset management, problem and change, SLA and CMDB, and project management functions
  • Comprehensive knowledge base and self-service portals to empower end users
  • Integrated with network monitoring, desktop management, and active directory management platforms for end-to-end IT management
  • Has native apps for Android, iPhone, and iPad devices
  • Besides English, available in 18 other languages

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